Terms of Service

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client," "you," or "your") and Palabro LLC ("Palabro," "we," "us," or "our") governing your access to and use of our translation, interpretation, and language services.

By accessing our website, requesting a quote, placing an order, or using any of our services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, please do not use our services.

2. Our Services

Palabro LLC provides professional language services including:

• Translation Services: Document translation, certified translation, localization, transcreation
• Interpretation Services: Over-the-phone interpretation (OPI), video remote interpretation (VRI), on-site interpretation
• Specialized Services: Medical interpretation, legal translation, technical documentation, website localization
• Training Services: Palabro Academy language courses and professional development
• Technology Solutions: Kalam Connect and Kalam Pulse platforms

3. Client Responsibilities

As a client, you agree to:

• Provide accurate and complete source materials for translation
• Clearly specify project requirements, including target languages, deadlines, and intended use
• Provide necessary context, glossaries, and reference materials when available
• Ensure you have the legal right to submit content for translation
• Review and provide feedback within agreed timeframes
• Make timely payments according to agreed terms
• Not use our services for any unlawful purpose

4. Quotes, Orders, and Pricing

4.1 Quotations

All quotes are valid for 30 days unless otherwise specified. Quotes are based on the information provided at the time of request. Additional charges may apply if the scope, complexity, or requirements change after the quote is issued.

4.2 Order Confirmation

An order is confirmed when you accept a quote in writing (including email) or when we receive your purchase order. Confirmation constitutes acceptance of these Terms.

4.3 Pricing

• Translation services are typically priced per word or per page
• Interpretation services are priced per minute or per hour
• Rush fees may apply for expedited turnaround times
• All prices are quoted in USD unless otherwise specified
• Prices do not include applicable taxes

5. Payment Terms

• New clients: Payment in full before project commencement
• Established clients: Net 30 days from invoice date (subject to credit approval)
• Large projects: 50% deposit required, balance due upon completion
• Late payments are subject to 1.5% monthly interest
• We accept major credit cards, wire transfer, and ACH payments

6. Delivery and Deadlines

We make every effort to meet agreed deadlines. However, delivery dates are estimates and not guaranteed unless explicitly stated as "guaranteed delivery" in writing.

Delays caused by incomplete source materials, scope changes, or client review delays will result in adjusted delivery dates.

7. Quality Assurance and Revisions

7.1 Quality Standards

All translations undergo our multi-step quality assurance process, including translation, editing, and proofreading (TEP) by qualified linguists. We adhere to ISO 17100 standards for translation services.

7.2 Revisions

• One round of revisions is included at no additional cost (within 14 days of delivery)
• Revision requests must be submitted in writing with specific feedback
• Stylistic preferences changes after approval may incur additional charges
• Revisions due to changes in source material are billable

8. Confidentiality

We understand the sensitive nature of your content and maintain strict confidentiality:

• All employees and contractors sign comprehensive Non-Disclosure Agreements (NDAs)
• We implement industry-standard security measures to protect your data
• We will not share, sell, or disclose your content to third parties except as necessary to provide services
• Custom NDAs are available upon request for sensitive projects
• HIPAA Business Associate Agreements (BAAs) are available for healthcare clients

9. Intellectual Property Rights

9.1 Client Content

You retain all intellectual property rights to your source materials. You warrant that you have the necessary rights to submit content for translation.

9.2 Translated Content

Upon full payment, all rights to the translated content transfer to you. Until payment is received, Palabro retains all rights to the translation.

9.3 Translation Memory

We may retain translation memories (TMs) to ensure consistency in future projects. TMs remain your property and can be provided upon request.

10. Limitation of Liability

To the maximum extent permitted by law:

• Our total liability shall not exceed the amount paid for the specific service giving rise to the claim
• We are not liable for indirect, consequential, incidental, or punitive damages
• We are not responsible for losses arising from client's use of translations in critical applications without appropriate review
• Claims must be submitted within 30 days of service delivery

11. Cancellation and Refunds

• Before work begins: Full refund minus any administrative fees
• Work in progress: Payment due for completed portion plus 25% of remaining value
• Rush orders: Non-refundable once linguists are assigned
• Interpretation services: Cancellation within 24 hours incurs 50% fee; same-day cancellation incurs full fee

12. Force Majeure

Neither party shall be liable for delays or failures in performance resulting from circumstances beyond reasonable control, including natural disasters, war, terrorism, pandemics, government actions, power outages, or internet service disruptions.

13. Governing Law and Disputes

These Terms are governed by the laws of the State of New York, USA, without regard to conflict of law principles.

Any disputes shall first be attempted to be resolved through good-faith negotiation. If unresolved, disputes shall be submitted to binding arbitration in New York City under the rules of the American Arbitration Association.

14. Changes to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated via email or website notice. Continued use of our services after changes constitutes acceptance of the revised Terms.